SIMPLE brand With Matt Lyles
Do you ever wonder why the top brands are winning? It’s because they provide customers with the one thing that most brands aren’t - simplicity. How can you learn from them and create the same experiences on a smaller budget? The SIMPLE brand podcast will help.Join Matt Lyles, and his guests, as they share tactics, tips and strategies to help your business brand out from the crowd. You’ll learn how to create simple experiences for your customers and your team members through marketing, branding, content, social media, customer experience, leadership, organizational culture, productivity and so much more! Your customers live in a complicated world. Let’s make it SIMPLE. Guests include: Andrew Davis, David Burkus, Dee Ann Turner, Grant Baldwin, Heather Heuman, Melanie Deziel, Ray Edwards, Roger Dooley, Stacey Hanke and many others.
SIMPLE brand With Matt Lyles
Jeannie Walters - You Need a Customer Experience Mission
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Matt Lyles
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Episode 111
In this week’s episode of the SIMPLE brand podcast, I talk with Jeannie Walters.
Jeannie’s an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators - a firm helping companies increase sales and customer retention through elevated customer experiences. And she’s the host of the Experience Action podcast.
From the importance of creating and instilling a Customer Experience Mission to approaching your customer journey map as a verb, and not a noun - Jeannie and I discuss the right ways to help you and your team demystify the process for improving your customer experience.
Some of the topics we discuss include:
- How to create fewer ruined days for customers
- What customers expect from brands today
- Understanding a customer’s journey helps you know what they want at each interaction
- Customer journey mapping is a verb, not a noun
- How to use “micro-mapping” to truly understand customers along each interaction
- If you recognize a poor interaction across the customer journey, there’s no need to validate it with data
- A CX mission statement empowers your employees to know exactly how to deliver on your brand’s promise
- A focus on customer experience helps create a better employee experience
RESOURCES FROM THIS EPISODE:
- Jeannie’s site
- Jeannie’s podcast - Experience Action
- Leave your question for Jeannie to answer on the Experience Action podcast here
- Jeannie on LinkedIn